INCIDENT LIFE CYCLE
Incident logging. This is simply where we have reported to us (or detect through automated tools) that an Incident has occurred.
Classification. We classify the Incident, and offer initial support to the customer. At this stage we are looking to get a handle of the business impact of the Incident, assigning a priority and seriousness, and classify the type of Incident.
Investigation, analysis and diagnosis. This is the 'meat' of the process, where we try to understand how we can restore service to users. It's important to note here that resolution of the Incident should not be the only thing that we are considering as outputs — workarounds are useful to users in some cases (for instance, where we see the resolution of the Incident as possibly staking some time).
Resolution. Taking our analysis we resolve the Incident and restore services to users. Note that this may have entailed raise a Change and/or Problem.
Incident Closure. We close the Incident, allocating Cause data and contract codes as appropriate.
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